We are happy to announce a major platform update, consisting of exciting novelties and functional improvements! This time, the main changes were implemented to the global system settings, the Flow Manager section, the agent’s workspace, and several applications. Let’s start with completely new features.
As you know, we invest a lot of time and resources in the continuous development of the platform's voice services, because these are powerful tools that help companies automate customer communications and contact center daily work. Within the 24.08 release, we have migrated the Google Text-To-Speech module to the new API version. And also added the new API for downloading the call transcripts from the external services.
As we care about customer security, we have added the option to set the user login policies to the new platform version. In addition, we implemented a new login_attempt table with information about user logins.
The next novelty is the beta version of OpenTelemetry support which can help you monitor key metrics and analyze the performance of your software. More details on service capabilities can be found under the link.
We have updated the Flow Manager designer with several new components:
"Notification" is used to configure various notifications that can be used in voice, text, work schemes and forms;
"Chat AI" is an application for working with a Machine Learning model. By connecting the service to the company’s databases, directories, web resources, or other external systems, it is possible to configure chatbots based on AI and greatly automate customer communication;
Topic Extraction is the application used to determine the topic of a message received from the customer in chat or IVR with speech-to-text support.
The next improvements were made to the Workspace section. Now platform users can set a melody for inbound calls or change a ringtone. We also added an option to set a sound notification when the call ends. Besides, there is a possibility to go to the History section directly from call history.
We also upgraded the Contacts section by adding some new features:
the ability to link chats to Contacts;
the option to listen to recordings and view the transcription in Timeline;
display of related emails and chatbot scheme names in Timeline.
Speaking about other platform updates, we would like to highlight the following features:
the ability to set a sticky option for different agents during queue processing, not just for those online. Reminder: the sticky option is the ability to assign the call to the same agent/manager who previously spoke with the customer;
the possibility of assigning ordinary operators, not only supervisors as team administrators.
Our team has also significantly improved tools for comfortable work with the Supervisor, Contacts, History, and Admin applications. Thus, searching, storing and displaying data, as well as configuring the contact center, and processing calls and chats will become easier and more convenient.
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